GP Practice Online Reviews before and after the COVID-19 Pandemic: a Longitudinal Observational Study (Preprint)

2021 ◽  
Author(s):  
Joaquim Vidiella-Martin ◽  
Gevorg Khandamiryan ◽  
John Powell ◽  
Catia Nicodemo
Keyword(s):  
Digital Health ◽  
Online Reviews ◽  
Patient Survey ◽  
Policy Makers ◽  
Star Rating ◽  
Care Experience ◽  
Patient Feedback ◽  
Before And After ◽  
General Practices

BACKGROUND The COVID-19 pandemic has brought new challenges to in-person encounters with general practitioners (GPs) and has fostered the use of digital health tools. Patient online reviews (PORs) of health care experience offer a method for patients to feedback on the quality of their care. OBJECTIVE This study sought to determine the latest trends in patient feedback for English GP practices in the National Health Service (NHS). METHODS Publicly available PORs for English GP practices between January 2019 and February 2021 were identified and scraped from the NHS website. PORs were characterized based on numerical star ratings (ranging from one to five) and the polarity of their comments. These measures were also calculated at GP practice level to understand whether patients’ perceptions of their practices are constant across time. RESULTS Of the 58,970 PORs posted between February 2019 and February 2021, 64·6% were positive (defined as a star rating of four or five out of five). After the lockdown measures imposed in April 2020, the share of encounters with GPs rated positively by customers increased. General practices were less likely to reply to their patients’ reviews after April 2020. The relative rank of practices based on their average star rating remained rather constant after the start of the lockdown measures. CONCLUSIONS This study demonstrates how PORs can be used to detect instances of particularly good or bad practice. Since GP Patient Survey has been disrupted during the COVID-19 period, this could be another measure for policy makers to track practice quality.

scholarly journals The NeoTree application: developing an integrated mHealth solution to improve quality of newborn care and survival in a district hospital in Malawi

2019 ◽  
Vol 4 (1) ◽  
pp. e000860 ◽  
Author(s):  
Caroline Crehan ◽  
Erin Kesler ◽  
Bejoy Nambiar ◽  
Queen Dube ◽  
Norman Lufesi ◽  
...  
Keyword(s):  
District Hospital ◽  
Digital Health ◽  
Newborn Care ◽  
Clinical Decision ◽  
Evidence Based ◽  
Improve Quality ◽  
Usability Study ◽  
Resource Poor ◽  
Before And After

More than two-thirds of newborn lives could be saved worldwide if evidence-based interventions were successfully implemented. We developed the NeoTree application to improve quality of newborn care in resource-poor countries. The NeoTree is a fully integrated digital health intervention that combines immediate data capture, entered by healthcare workers (HCW) on admission, while simultaneously providing them with evidence-based clinical decision support and newborn care education. We conducted a mixed-methods intervention development study, codeveloping and testing the NeoTree prototype with HCWs in a district hospital in Malawi. Focus groups explored the acceptability and feasibility of digital health solutions before and after implementation of the NeoTree in the clinical setting. One-to-one theoretical usability workshops and a 1-month clinical usability study informed iterative changes, gathered process and clinical data, System Usability Scale (SUS) and perceived improvements in quality of care. HCWs perceived the NeoTree to be acceptable and feasible. Mean SUS before and after the clinical usability study were high at 80.4 and 86.1, respectively (above average is >68). HCWs reported high-perceived improvements in quality of newborn care after using the NeoTree on the ward. They described improved confidence in clinical decision-making, clinical skills, critical thinking and standardisation of care. Identified factors for successful implementation included a technical support worker. Coproduction, mixed-methods approaches and user-focused iterative development were key to the development of the NeoTree prototype, which was shown to be an agile, acceptable, feasible and highly usable tool with the potential to improve the quality of newborn care in resource-poor settings.

scholarly journals The survey visit as a key evaluative event in accreditation–a qualitative study of survey visit experiences among surveyors and general practice professionals

2021 ◽  
Vol 22 (1) ◽  
Author(s):  
Tina Drud Due ◽  
Thorkil Thorsen ◽  
Marius Brostrøm Kousgaard
Keyword(s):  
General Practice ◽  
Qualitative Interviews ◽  
Integrative Approach ◽  
Explorative Study ◽  
Accreditation Standards ◽  
Before And After ◽  
Accreditation Programme ◽  
General Practices ◽  
Do So

Abstract Background Accreditation is a widely employed quality assurance concept in health care and the survey visit is the central method for assessing participating organisations’ compliance with accreditation standards. Despite this, research on the survey visit as a method for assessing compliance is scarce. In Denmark a mandatory accreditation programme was introduced for general practice clinics in 2016. We performed a qualitative, explorative study of the reflections and actions of surveyors and general practice professionals (GPs and staff) concerning the production of information about compliance with the accreditation standards in relation to the survey visit. Methods We conducted qualitative interviews with GPs and staff from general practices in two Danish regions before and after their survey visit. We also interviewed the surveyors. We observed survey visits to qualify the interviews and analysis. All interviews were audio recorded, transcribed, and analysed using an integrative approach. Results The surveyors combined documents, questioning of the professionals, and visual impressions of the clinic to assess compliance. They sought to de-dramatise the survey visit and to generate a natural conversation with attention to workflows. Trust in the professionals’ statements was fundamental to the surveyors’ approach, and they were confident in their ability to assess compliance. Their level of scrutiny was influenced by their observations and the quality of documents. The general practice professionals had generally sought to comply with the standards and to give an authentic portrait of the clinic. The few cases of misrepresention concerned standards that the professionals found too excessive. Conclusion The validity of the survey visit as a method to assess compliance was highly dependent on the professionals’ willingness to convey a realistic picture of their practice. Since they were generally willing to do so, the trust-based approach seemed suitable for identifying cases of non-compliance caused by insufficient understanding of the standards. However, it can be difficult for the surveyors to detect when the professionals engage in misrepresentation due to disagreements with the standards. Thus, when adopting a trust-based approach to the survey visit, it seems particularly important to ensure that the professionals view the standards as meaningful and manageable.

scholarly journals Importance of accessibility and opening hours to overall patient experience of general practice: analysis of repeated cross-sectional data from a national patient survey

2018 ◽  
Vol 68 (672) ◽  
pp. e469-e477 ◽  
Author(s):  
Thomas E Cowling ◽  
Azeem Majeed ◽  
Matthew J Harris
Keyword(s):  
General Practice ◽  
Patient Experience ◽  
Patient Survey ◽  
Cross Sectional ◽  
National Patient ◽  
General Practices ◽  
The Uk ◽  
Multilevel Linear Regression ◽  
Practice Patient

BackgroundThe UK government aims to improve the accessibility of general practices in England, particularly by extending opening hours in the evenings and at weekends. It is unclear how important these factors are to patients’ overall experiences of general practice.AimTo examine associations between overall experience of general practice and patient experience of making appointments and satisfaction with opening hours.Design and settingAnalysis of repeated cross-sectional data from the General Practice Patient Surveys conducted from 2011–2012 until 2013–2014. These covered 8289 general practice surgeries in England.MethodData from a national survey conducted three times over consecutive years were analysed. The outcome measure was overall experience, rated on a five-level interval scale. Associations were estimated as standardised regression coefficients, adjusted for responder characteristics and clustering within practices using multilevel linear regression.ResultsIn total, there were 2 912 535 responders from all practices in England (n = 8289). Experience of making appointments (β 0.24, 95% confidence interval [CI] = 0.24 to 0.25) and satisfaction with opening hours (β 0.15, 95% CI = 0.15 to 0.16) were modestly associated with overall experience. Overall experience was most strongly associated with GP interpersonal quality of care (β 0.34, 95% CI = 0.34 to 0.35) and receptionist helpfulness was positively associated with overall experience (β 0.16, 95% CI = 0.16 to 0.17). Other patient experience measures had minimal associations (β≤0.06). Models explained ≥90% of variation in overall experience between practices.ConclusionPatient experience of making appointments and satisfaction with opening hours were only modestly associated with overall experience. Policymakers in England should not assume that recent policies to improve access will result in large improvements in patients’ overall experience of general practice.

scholarly journals VALIDATING THE CARE PREFERENCE ASSESSMENT OF SATISFACTION TOOL TO MEASURE QUALITY OF CARE IN NURSING HOMES

2019 ◽  
Vol 3 (Supplement_1) ◽  
pp. S885-S885
Author(s):  
Caroline Madrigal ◽  
Kimberly VanHaitsma ◽  
Jacqueline Mogle ◽  
Donna Fick ◽  
Dennis Scanlon ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Care Delivery ◽  
Preference Assessment ◽  
Policy Makers ◽  
Care Experience ◽  
Resident Care ◽  
Centered Care ◽  
Study Support ◽  
Minimum Dataset

Abstract The Institute for Healthcare Improvement’s Triple Aim calls for measures of the ‘patient care experience’ to understand and improve the quality of care delivery. But, quality measures in the nursing home (NH) historically lack the resident perspective. Measuring whether residents are satisfied with the fulfillment of their care preferences using the Care Preference Assessment of Satisfaction Tool (ComPASS) has been encouraged nationally by the Centers for Medicare and Medicaid (CMS); however, the ComPASS has not been validated as a measure of the resident care experience. The purpose of this study was to compare ComPASS to the Ohio NH Resident Satisfaction Survey (a widely accepted quality measure for reimbursement). We examined 196 resident responses from 28 NHs in Pennsylvania using multilevel modeling to account for dependencies in the data (residents in the same NH may respond similarly compared to residents from different NHs). Residents were 81.2 years old (SD= 11.1), female (70.4%), and white (80.1%). Residents with higher scores on the ComPASS reported significantly higher levels of satisfaction with care (B=2.94, SE B=0.59, p<0.000). Results from this study support the potential use of ComPASS to measure, track, and improve the quality of NH care. Using ComPASS aligns with CMS’s Section F of the Minimum Dataset, an assessment of residents’ preferences which promotes the delivery of more person-centered care. Ultimately, ComPASS can help benchmark the quality of the resident care experience across facilities which aids staff, facilities, policy-makers, and NH-shoppers in improving decision-making and care delivery.

scholarly journals How Can a Destination Better Manage Its Offering to Visitors? Observing Visitor Experiences via Online Reviews

2019 ◽  
Vol 11 (17) ◽  
pp. 4660 ◽  
Author(s):  
Hany Kim ◽  
Hyo Jae Joun ◽  
Yeongbae Choe ◽  
Ashley Schroeder
Keyword(s):  
Content Analysis ◽  
Significant Influence ◽  
Online Reviews ◽  
Star Rating ◽  
Analysis Techniques ◽  
Tour Guides ◽  
Visitor Experiences ◽  
Sustainable Income ◽  
And Behavior

Destinations are competing every day to attract more tourists and increase tourism receipts. In order to maintain tourists’ interests in the destination and expect sustainable income from tourism, understanding tourists’ perceptions of the destination is a critical task for destination managers. Tourists’ continuous visitation can be ensured when destinations are perceived to be positive and attractive. Therefore, this study examines destination attributes that are fundamental elements of the destination and tourists’ experiences. More specifically, this study investigates the destination attributes that are perceived to be positive by tourists using online reviews. Online reviews were analyzed with content analysis techniques and the quantified content was statically compared with the star rating provided by tourists. In addition, the influence of destination attributes on other conation dimensions-attitude and behavior-was analyzed. Destination attributes that have an influence on the star rating showed similar results to the attitude. However, behavior dimensions only had a significant influence for tour guides’ quality of the destination.

scholarly journals Online patient feedback as a measure of quality in primary care: a multimethod study using correlation and qualitative analysis

BMJ Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. e031820
Author(s):  
Anne-Marie Boylan ◽  
Amadea Turk ◽  
Michelle Helena van Velthoven ◽  
John Powell
Keyword(s):  
Primary Care ◽  
General Practice ◽  
Patient Safety ◽  
Qualitative Analysis ◽  
Online Reviews ◽  
Patient Feedback ◽  
General Practices ◽  
Online Feedback ◽  
Potential Use ◽  
Insight Into

ObjectivesTo ascertain the relationship between online patient feedback and the General Practice Patient Survey (GPPS) and the Friends and Family Test (FFT). To consider the potential benefit it may add by describing the content of public reviews found on NHS Choices for all general practices in one Clinical Commissioning Group in England.DesignMultimethod study using correlation and thematic analysis.Setting1396 public online reviews and ratings on NHS Choices for all General Practices (n=70) in Oxfordshire Clinical Commissioning Group in England.ResultsSignificant moderate correlations were found between the online patient feedback and the GPPS and the FFT. Three themes were developed through the qualitative analysis: (1) online feedback largely provides positive reinforcement for practice staff; (2) online feedback is used as a platform for suggesting service organisation and delivery improvements; (3) online feedback can be a source of insight into patients’ expectations of care. These themes illustrate the wide range of topics commented on by patients, including their medical care, relationships with various members of staff, practice facilities, amenities and services in primary care settings.ConclusionsThis multimethod study demonstrates that online feedback found on NHS Choices is significantly correlated with established measures of quality in primary care. This suggests it has a potential use in understanding patient experience and satisfaction, and a potential use in quality improvement and patient safety. The qualitative analysis shows that this form of feedback contains helpful information about patients’ experiences of general practice that provide insight into issues of quality and patient safety relevant to primary care. Health providers should offer patients multiple ways of offering feedback, including online, and should have systems in place to respond to and act on this feedback.

Kepuasan Masyarakat Terhadap Pelayanan Kelurahan Setelah Pemekaran Di Tangerang Selatan

Liquidity ◽  
2018 ◽  
Vol 2 (2) ◽  
pp. 151-159
Author(s):  
Pitri Yandri
Keyword(s):  
Public Perception ◽  
Service Personnel ◽  
Urban Services ◽  
Hospitality Workers ◽  
Care Workers ◽  
Before And After ◽  
Cartesian Diagram ◽  
Better Than

The purpose of this study is (1) to analyze public perception on urban services before and after the expansion of the region, (2) analyze the level of people's satisfaction with urban services, and (3) analyze the determinants of the variables that determine what level of people's satisfaction urban services. This study concluded that first, after the expansion, the quality of urban services in South Tangerang City is better than before. Secondly, however, public satisfaction with the services only reached 48.53% (poor scale). Third, by using a Cartesian Diagram, the second priority that must be addressed are: (1) clarity of service personnel, (2) the discipline of service personnel, (3) responsibility for care workers; (4) the speed of service, (5) the ability of officers services, (6) obtain justice services, and (7) the courtesy and hospitality workers.

Strategic Role of Zakat in Multidimensional Quality of Life in Sijunjung, Indonesia

2018 ◽  
Vol 15 (1) ◽  
pp. 55-72
Author(s):  
Herlin Hamimi ◽  
Abdul Ghafar Ismail ◽  
Muhammad Hasbi Zaenal
Keyword(s):  
Quality Of Life ◽  
Positive Impact ◽  
Wealth Distribution ◽  
Absolute Poverty ◽  
Before And After ◽  
The Status ◽  
Being There ◽  
The Impact

Zakat is one of the five pillars of Islam which has a function of faith, social and economic functions. Muslims who can pay zakat are required to give at least 2.5 per cent of their wealth. The problem of poverty prevalent in disadvantaged regions because of the difficulty of access to information and communication led to a gap that is so high in wealth and resources. The instrument of zakat provides a paradigm in the achievement of equitable wealth distribution and healthy circulation. Zakat potentially offers a better life and improves the quality of human being. There is a human quality improvement not only in economic terms but also in spiritual terms such as improving religiousity. This study aims to examine the role of zakat to alleviate humanitarian issues in disadvantaged regions such as Sijunjung, one of zakat beneficiaries and impoverished areas in Indonesia. The researcher attempted a Cibest method to capture the impact of zakat beneficiaries before and after becoming a member of Zakat Community Development (ZCD) Program in material and spiritual value. The overall analysis shows that zakat has a positive impact on disadvantaged regions development and enhance the quality of life of the community. There is an improvement in the average of mustahik household incomes after becoming a member of ZCD Program. Cibest model demonstrates that material, spiritual, and absolute poverty index decreased by 10, 5, and 6 per cent. Meanwhile, the welfare index is increased by 21 per cent. These findings have significant implications for developing the quality of life in disadvantaged regions in Sijunjung. Therefore, zakat is one of the instruments to change the status of disadvantaged areas to be equivalent to other areas.

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